Customer Success Manager - Strategic

Certinia; San Francisco (CA); Remote; USD 103,000 - 150,000; Full time

Job summary

A leading company in the software development sector is seeking a Customer Success Manager to enhance customer experiences and drive business success. This role involves strategic planning, relationship building, and collaboration across departments to ensure clients maximize their investment in Certinia's solutions. The ideal candidate will have extensive experience in account management and a strong understanding of technology solutions. Join a diverse and inclusive team committed to customer success.

Qualifications

• 8+ years in high-tech/enterprise software experience.
• Extensive account management experience with enterprise-level technology customers.

Responsibilities

• Ensure customers achieve maximum value from Certinia solutions.
• Develop customer success plans and monitor adoption rates.
• Collaborate with Professional Services for new consulting opportunities.

Skills

Customer Management

Business Consultancy

Interpersonal Skills

Communication Skills

Analytical Skills

Problem Solving

Territory Management

Education

Bachelor’s Degree

Tools

Salesforce

Job description

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Description

Customer Success Manager - Strategic

US-Remote

Who We Are

Certinia delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company’s Professional Services Automation (PSA), Customer Success (CS), and Financial Management (FM) solutions—delivered on Salesforce’s leading cloud platform—provide the ability to run a connected services business, deliver with intelligence, and achieve business agility. Headquartered in Austin, Texas with presence around the world, Certinia is backed by Haveli Investments, TA Associates, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com .

Certinia knows that each individual brings something special to the team, exemplifying a diverse and inclusive work environment. We embrace your authenticity and encourage our employees to “Bring Yourself” to work every day!

THE ROLE

We are seeking a driven and enthusiastic individual to join our Customer Success team as a Customer Success Manager, Strategic II (CSM). In this role, you will be a trusted advisor to our customers, guiding them to fully adopt Certinia solutions and realize a strong return on their investment. Your contributions will be vital to Certinia's success by ensuring a great customer experience, driving meaningful business benefits through the use of our solutions, supporting subscription renewals and expansions, and fostering interest in additional solutions. CSMs are key to our organization and collaborate across departments to guarantee customers’ success.

The ideal candidate will possess strong customer management and business consultancy skills, with the ability to connect and build strong relationships at all organizational levels. You should be adept at consulting and negotiating with C-level executives, demonstrating a solid understanding of their business objectives, the capacity to clearly articulate value, and the communication skills to promote a compelling vision for our partnership's future. As a trusted advisor and coach, you will identify how our solutions can effectively support the achievement of customers' strategic business goals, collaborating with program and project personnel to facilitate solution adoption.

This position offers successful candidates a rewarding career within a fast-paced and industry-leading organization. Some travel to Certinia offices or customer locations will be necessary.

What You Will Do In This Role

• Proactively identify and prioritize strategic activities based on risk, growth potential, strategic value, and renewal timeframe within a defined territory.
• Develop customer success plans based on use cases, critical success factors, metrics, and potential challenges, providing recommendations for solution adoption and maturity improvement.
• Ensure U.S.-based customers achieve maximum value by aligning on expectations and validating attainment at key milestones.
• Monitor adoption rates, provide insights into service usage (pros/cons), recommend improvements through education, coaching, and influencing, and minimize churn.
• Cultivate a network of advocates within each customer account.
• Educate customers on sustainable configurations, the value of current technology, minimizing customization, and adopting new features.
• Develop and execute a plan to inform customers of relevant product releases and collaborate with the Product team on future direction with customer thought leaders.
• Act as a liaison between product management, support, and the customer for critical issue escalations.
• Collaborate with Professional Services to hand over new consulting opportunities and facilitate post-implementation or re-implementation transitions.
• Partner with Account Executives to uncover new business opportunities within the existing customer base to drive revenue.
• Collaborate with marketing and PR teams to build customer reference-ability.
  
  

What You Need To Be Successful In This Role

• Extensive account management experience with enterprise-level technology customers.
• 8+ years in high-tech/enterprise software with hands-on experience or implementation responsibilities.
• Experience with the Professional Services Automation (PSA) domain, from services selling and resource management through billing, is strongly preferred
• Excellent interpersonal and communication skills across all organizational levels.
• Strong organizational and analytical skills with the ability to work well under pressure.
• Proven ability to be a strong team player while also working proactively and independently with macro-level guidance.
• Excellent presentation and creative problem-solving skills.
• Ability to manage multiple accounts concurrently with effective territory management.
• Salesforce platform/domain experience strongly desired.
• Bachelor’s degree preferred.
  
  

Certinia is an affirmative action and equal opportunity employer. As an equal opportunity employer, Certinia does not discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, marital status, religion, national origin, ancestry, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Certinia also has an accommodation process to reasonably accommodate applicants and employees with disabilities. For more information or if you have a need, contact [email protected] . If applicable under the San Francisco Fair Chance Ordinance or any other applicable federal, state, or local law, Certinia considers qualified applicants with arrest and conviction records for employment.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development, IT Services and IT Consulting, and Technology, Information and Internet

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